Information & Guest Services Representative

Hackensack Meridian Health; Hackensack (NJ); On-site; USD 21,000 - 30,000; Full time

Job summary

Hackensack Meridian Health is seeking an Information & Guest Services Representative to welcome guests at the Medical Center, issue passes, provide directions, answer inquiries, and support lobby operations. The role requires a friendly, organized individual who can manage multiple tasks and maintain professional patient-facing communication.

Responsibilities include handling visitor policy, coordinating with Security, and ensuring smooth lobby operations while assisting vendors and conference

Qualifications

• High School diploma, GED, or equivalent required.
• Typing ability required.
• One to two years working experience required.

Responsibilities

• Greet guests and respond to requests for visitor passes.
• Provide directions to Medical Center services and maintain lobby appearance.
• Answer phones within 3 rings and take accurate messages.
• Enforce visiting policies and coordinate with Security as needed.
• Maintain confidentiality and uphold professional standards.

Skills

Typing

Customer service

Communication

Education

High School Diploma or GED

Tools

Epic

Job description

Overview

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Information & Guest Services Representative is responsible for welcoming guests, responding to requests for visitor passes, providing directions to Medical Center services, answering questions about Medical Center services and policies and maintaining professional image/environment of lobby areas.

Responsibilities

A day in the life of a Information & Guest Services Representative at Hackensack Meridian Health includes:

• Ability to speak, read and write basic English enabling effective communication with all guests, management and staff.
• Must have a friendly, courteous and helpful personality, enabling the representative to handle stressful situations and guest relations pleasantly and effectively.
• Must possess strong organizational skills and be detail-oriented in order to facilitate information, multiple tasks and accurate completion of all required procedures.
• Welcomes all guests to the Medical Center by proactively greeting them in a courteous fashion utilizing proper non-verbal communication such as eye contact and appropriate facial expression.
• Responds to requests for directions in an accurate and precise manner providing a way finding map to the appropriate locations.
• Distributes appropriate visitor passes to guests in accordance with the established visitor policy of the patient care area involved.
• Files returned passes in appropriate place during working hours.
• Confirms accurate location of the patient, number of passes available and checks nursing message log for any special privileges and/or restrictions.
• Provide new vendors with Veri-rep cards as well directing other vendors to Veri-rep kiosks.
• Directs conference participants to accurate conference area and/or investigates location of meeting for guest requesting assistance.
• Answers telephone within 3 rings using established greeting in a courteous and professional manner and provides proper assistance, takes accurate phone messages and/or refers caller by transferring the person as indicated.
• Enforce Access Control function by advising guests of the visiting and access policies, alerting Security to any violations, assisting Security with Code 76 at any of the Guest Services lobbies and evacuating lobby areas if necessary.
• Intervenes to resolve operational challenges as well as problem solve and resolve guest complaints and/or concerns by utilizing positive problem solving approaches. Refers guests with consumer complaints to the Consumer Affairs Department and/or the Administrative Head Nurse as appropriate.
• Maintains accurate monetary exchange for sale of newspapers.
• Coordinates delivery of mail, flowers, gifts, etc.
• Escorts Maternity / Cancer Center patients via wheelchair to the assigned area.
• Sign-in patients into Epic in the Cancer Center.
• Announces Cancer Center patients to registration.
• Make confirmation phone calls for Cancer Center patients.
• Initiates regular contact with Environmental Services and Plant Operations to communicate service requests necessary to maintain the lobby, immediate external entrance of lobbies, public bathrooms, wheelchairs, etc. in appropriate condition, i.e., lamp lights lit, no debris on floor, dying plants replaced, windows clean, floor and carpets clean, cigarette debris removed, etc.
• Explains parking fee structure and provides information about discount programs available to guests experiencing an extended stay and/or repeat visits to the Medical Center.
• Demonstrates knowledge and maintains close working relationships with all departments within the Medical Center in order to provide the best possible service to our guests.
• Attends required in-services. Attends staff meetings and/or reviews staff meeting minutes. Assumes responsibility for keeping up with intra-hospital communication by reviewing all information and documents on the communications bulletin board.
• Utilizes positive problem solving approaches to resolve problems and maintain departmental morale.
• Completes all beginning and end of shift procedures to ensure the consistency of service provided by the department and communicates all important information to the following shift to ensure smooth transition.
• Responds to all emergency situations in accordance with proper policies and procedures.
• Maintains confidentiality of information in accordance with Medical Center polices and procedures
• Remains visible and positions him/her self at the information desk with a personal appearance that conveys confidence and professionalism while adhering to the department attire standards.
• Maintains good working relationship with all volunteers assigned to Information and Guest Services.
• Maintains a personal appearance that conveys confidence and professionalism while adhering to the department attire standards.
• Completes incident report for any event not consistent with the routine operations of the facility (event may include patient, visitor or volunteer).
• Maintains a clean and organized Information Desk at all times.
• Performs other duties as assigned by the Supervisors and/or Operations Manager.
• Stands throughout shift and physically assists patients.
• Adheres to the standards identified in the Medical Center's Organizational Competencies and Standards of Behavior

Qualifications

Education, Knowledge, Skills and Abilities Required

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• Typing ability required.
• One to two years working experience required.

Education, Knowledge, Skills And Abilities Preferred

• Computer training preferred.
• One to two years experience in front desk/reception position or hospitality experience preferred.
• Bi-lingual preferred. Spanish preferred.

Compensation

Minimum rate of $18.57 Hourly

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package.

Job Duties

The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

• Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
• Experience: Years of relevant work experience.
• Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
• Skills: Demonstrated proficiency in relevant skills and competencies.
• Geographic Location: Cost of living and market rates for the specific location.
• Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
• Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.

Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.

In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.

HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER

All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.

Our Network

Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility

As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.